CosmoProf Return Policy | Refund & Exchange Guide 2025

CosmoProf Return Policy | Refund & Exchange Guide 2025

CosmoProf Return Policy (2025 Update)

Buying professional salon supplies involves big decisions. Whether you are stocking up on color, purchasing new shears, or equipping a salon, getting the order right is critical. But what happens when you need to send something back? The CosmoProf return policy can be confusing because it changes significantly depending on where you are located (North America vs. South Africa) and whether you bought the item online or in a store.

Since CosmoProf is a distributor for licensed professionals, their return rules are stricter than standard consumer beauty stores. You generally cannot return open hair color or used tools simply because you didn't like them.

This comprehensive guide breaks down exactly how the refund process works, the strict eligibility requirements, and the steps you need to take to get your money back. We have consolidated information from regional policies to give you the most accurate answers available.

Note: This guide covers policies for CosmoProf North America (US/Canada) and CosmoProf South Africa. Always check your specific region, as rules vary.

Overview of CosmoProf Return Policy

The standard CosmoProf policy requires items to be unopened, unused, and in original packaging. Unlike consumer retailers that might accept "gently used" makeup, CosmoProf generally requires products to be in resalable condition.

Here is the quick breakdown of the differences by region:

Return Window & Eligibility Requirements

To ensure your return is approved, you must meet specific timing and condition criteria. CosmoProf is strict about these deadlines.

Standard Return Window

• North America: You have a 60-day return window from the date of your order. This applies to both online and in-store purchases.
• South Africa: The window is much shorter. You must initiate a return discussion within 7 days of delivery.

Eligibility Checklist

Before packing your box, ensure your items meet these standards:

• ✅ Condition: Items must be 100% unused.
• ✅ Packaging: Original packaging must be intact, including all tags, manuals, and accessories.
• ✅ Proof of Purchase: You must have a receipt, invoice, or order confirmation number.
• ✅ Safety: Hazardous materials (like certain chemical developers) may have shipping restrictions.

What If I Opened It?

If you opened a bottle of shampoo or a tube of color, it is generally considered non-returnable. The only exception is usually if the product is defective (e.g., a pump is broken or the chemical consistency is spoiled). In these cases, you must contact customer support immediately.

How to Return Items to CosmoProf

The process depends heavily on whether you are returning to a physical store or sending it back by mail.

Option 1: In-Store Returns (North America Only)

For US and Canadian stylists, returning in-store is the fastest way to get a refund.

1. Locate your receipt: You need your physical receipt or the invoice from your online order.
2. Bring the card: Bring the exact credit or debit card used for the purchase.
3. Visit the store: Go to any CosmoProf location.
4. Inspection: The staff will inspect the item to ensure it is unopened.
5. Refund: Once approved, the refund is processed immediately to your card.

Option 2: Online Returns (US & Canada)

If you purchased through the CosmoProf website or app, you can initiate a return digitally.

1. Contact Support: Unlike some stores with an automatic "print label" button, you often need to contact customer care first to authorize the return, especially for large orders.
   • Email: Support@salonhq.co
   • Phone: 888-206-1192
2. Pack the Item: Place the item securely in a box. Use the original shipping box if possible.
3. Include Paperwork: Put a copy of your packing slip inside the box.
4. Label & Ship: If provided a prepaid label (usually for errors/damages), attach it. Otherwise, address it to the warehouse address provided by support.
5. Track It: Save your tracking number until the refund hits your account.

Option 3: Mail-In Returns (South Africa)

The process for South Africa is manual and strict.

1. Notify Team: You must discuss the return with the team within 7 days.
2. Ship to Clinic: Returns are mailed to a specific address: Aesthetico Clinic, 48 Fairland Walk, Cnr. Wilson Street & Beyers Naude Drive, Fairland, Johannesburg.
3. Provide Bank Details: Since refunds are done via EFT, ensure you provide accurate banking details.

Refund Methods & Processing Time

Once you have successfully returned your item, here is how and when you will get your money back.

How You Get Paid

• Credit/Debit Card: Funds return to the card used for purchase.
• EFT (South Africa): Funds are transferred directly to your bank account.
• Store Credit: If you do not have a receipt, or if you prefer it, you may be offered store credit (gift card) which can be used for future salon supplies.

Processing Timeline

• North America: Once the warehouse receives your return, it takes about 3–7 business days to process. Your bank may take an additional 3–5 days to post the funds.
• South Africa: Refunds are processed within 7 days of the facility receiving the returned goods.

Important: Delivery costs are never refunded unless the return is due to a CosmoProf error (e.g., they sent the wrong developer).

Exchange Policy

Need a different shade or size? The exchange policy varies by situation.

• Defective/Damaged Items: CosmoProf will typically send a replacement free of charge. You must report this immediately (within 60 days in the US).
• Wrong Item Ordered: If you made a mistake (e.g., bought 20 volume developer instead of 30), you generally have to return the item for a refund and place a new order. Direct exchanges by mail are rare; in-store exchanges are easier.

Tip: If you received a damaged shipment, take photos of the box and the product immediately. Email these to customer support to speed up your free replacement.

Non-returnable or Restricted Items

Not everything can be returned. Due to health and safety regulations in the beauty industry, the following are typically non-returnable items:

• Opened Liquids: Shampoos, conditioners, and styling products that have been unsealed.
• Chemicals: Hair color tubes, bleaches, and developers that have been opened or mixed.
• Sanitary Items: Items like brushes, combs, or shears that appear used.
• Final Sale: Clearance items marked as non-returnable.
• Large Equipment: Salon chairs or furniture often have specific restocking fees or warranty policies rather than standard returns.

Fees, Deductions & Exceptions

Before you ship your return, be aware of potential costs.

• Restocking Fee: CosmoProf does not typically charge a restocking fee for standard returns of unopened goods. However, large salon equipment returns may incur fees (often 20%+) depending on the manufacturer.
• Return Shipping:
  • If you just changed your mind: You pay for return shipping.
  • If the item is defective or wrong: CosmoProf pays (usually via a prepaid label).
• Original Shipping: The cost you paid to have the item shipped to you is non-refundable.

Holiday & Extended Return Policies

Unlike consumer retailers that offer "extended holiday returns" until January 31st, CosmoProf operates on a B2B (business-to-business) model.

• Official Policy: There is currently no official holiday return extension published for 2025.
• Advice: Stick to the standard 60-day (US) or 7-day (SA) rule regardless of the season. Do not assume you have extra time because you bought it in December.

Customer Support & Contact Information

If you have a complex return or a damaged item, contact CosmoProf directly.

CosmoProf North America:

• Phone: 888-206-1192
• Email: Support@salonhq.co
• Web: CosmoProf Contact Form

CosmoProf South Africa:

• Method: Contact via the "Contact Us" page on the regional site.
• Physical Return Address: Aesthetico Clinic, 48 Fairland Walk, Johannesburg.

Best Practice: When emailing support, include your Order ID in the subject line (e.g., "Return Request - Order #12345") to get a faster response.

Frequently Asked Questions (FAQ)

Here are the most common questions stylists ask about the CosmoProf return policy.

Can I return items to CosmoProf without a receipt?

It is difficult to return items without a receipt. However, because CosmoProf requires a membership/account to purchase, they can often look up your order history in their system using your CosmoProf card or account number. If they cannot verify the purchase, the return will likely be denied.

How long does a refund from CosmoProf take?

In North America, once the warehouse receives your return, the refund is processed within 3 to 7 business days. In South Africa, the EFT payment is processed within 7 days of receipt.

Can I return online orders in-store at CosmoProf?

Yes, in the US and Canada, you can typically return online purchases to a local store. You must bring the packing slip/invoice and the credit card used for the purchase.

What items are non-returnable at CosmoProf?

Opened hair color, used tools, unsealed liquids, and clearance items are generally non-returnable. Products must be in resalable condition with original packaging.

Does CosmoProf charge a restocking fee?

For standard beauty supplies, there is usually no restocking fee. However, large salon furniture and equipment may be subject to restocking fees depending on the manufacturer's specific warranty and return rules.

How do I return a damaged or wrong item?

If your order arrives damaged or incorrect, contact customer support immediately at 888-206-1192 (US). They will typically provide a free replacement or a prepaid return label so you do not have to pay for shipping.

Can I return a gift to CosmoProf?

Since CosmoProf sells only to licensed professionals, "gifts" are less common. However, if you received an item from another stylist, you would need their account information or receipt to process a return. Returns generally go back to the original payment method.

Disclaimer: Return policies may change at any time and can vary by location or franchise. Always confirm details on the official CosmoProf website or with your local store. Information verified November 2025.

Found this helpful? Bookmark this page for the latest CosmoProf return policy updates and check our other guides before your next salon restock.